Process Specialist

RMA (Return Material Authorization) Support Analyst

Experience: 7 and Above

Location: Remote

Notice Period: Immediate Joiners only

(Must have Experience - RMA - Min 3 years)

3 Point Role Definition

• Return Material Authorization (RMA) and Depot Repair Order processing in Oracle with inputs from Salesforce
• Creating purchase requisitions and NMRs in Oracle
• Creating Internal Sales Orders and standard Sales Orders for shipments to customers
• Capturing all RMA & spares activity in a detailed spreadsheet
• Ability to review & compare various reports to identify discrepancies in inventory or RMAs that need to be resolved and take action accordingly
• Collaborating with a US counterpart to support key accounts and take direction on support required.
• Ability to review process documentation with a key attention to detail to capture unique customer requirements & process accordingly
• Communicating RMAs, tracking numbers, spares shipment statuses with customers.
• Resolving ad hoc inquiries about defective returns or spares requests from customers, requires critical thinking skills and ability to problem solve in ambiguity.
• Working with multiple third party logistics warehouses to coordinate both forward fulfillment of spares and return of defective product from customers.
• Preparing shipping documents, including collaborating with Global Trade to prepare international shipping document requirements.
• Strong English (written and verbal) to communicate with customers and peers

Education & Experience

• 5 + years of relatable experience
• Bachelor's degree or equivalent experience
• Proficient in MS Office applications (Excel, Word, PowerPoint).
• Ability to follow the process while exercising judgment and intuition to provide customer support and suggest process improvements.
• Strong critical thinking skills. Ability to work without clear direction if US team nor clear processes are available for urgent customer needs.
• Experience working with customers to provide solutions.
• Customer-first mentality, sense of urgency to support customer needs.
• Ability to multi-task and prioritize projects. Strong time management is a must.
• Experience in ERP systems and/or database management systems.

Preferences

• Oracle/Salesforce experience (end user) is highly desirable
• Intermediate excel skills (pivot tables, filtering, drawing conclusions from data)
• Experience working with third-party repair centers and logistics centers (i.e. UPS, FedEx) is desirable.
• Previous experience working in the aerospace or aviation industry.